Team Leader Permanent - 32337

Team Leader Permanent - 32337
1
Yorkshire and the Humber
Rotherham , Sheffield
DEFRA GRP EA QUADRANT TWO, S9 4WF, DEFRA GRP EA TEMPLEBOROUGH OFFICE, S60 1YR
Staff Grade 5
Permanent
Contact Centre
Full Time
£43,198

30/11/2025, 23:55 hours

Basic Check
Working as a Team Leader in Contact Centre Services (CCS) means joining a friendly, diverse team working together to create better places for people and wildlife.
If you’re part of the Environment Agency (EA), you’re part of the solution. Working with us means protecting and improving the environment and tackling issues of national importance. Our responsibilities span industry regulation, flood defences, land contamination, water quality, fisheries and conservation across England.
Contact Centre Services (CCS) is the first point of contact for many of the Environment Agency's customers. We manage over half a million contacts with customers every year.
We are looking for team members who are enthusiastic and self-motivated to lead our Customer Service Advisors. These vacancies are opportunities to lead and manage teams in our National Customer Contact Centre and the Incident Communication Service.
This is an exciting opportunity to work in a front-line team where your actions and decisions make a real difference for the customers we serve. Whether you are an experienced team leader looking for an opportunity to broaden your experience by participating in the delivery of a customer facing national service, or an aspiring team leader who wants to grow their skill in leading people and managing services.
Your positive, visible, and creative leadership style will motivate and inspire the team to achieve successful environmental results whilst providing excellent customer service. With excellent people skills you will provide leadership for your teams' health, safety and wellbeing as well as ensure their personal development.
You will also develop a network of contacts within the organisation as you lead administrative processes delivered by your team.
Did we mention that we are a friendly team? We will welcome you with a comprehensive induction package and introduction to our vibrant culture. We are committed to inclusivity. You will have the opportunity to join one of our many staff support groups, which include BAME Networks, Women's Networks, and LGBT+ Networks. The health, safety, and wellbeing of every member of our team is important to us.
The successful candidate will:
have the ability to lead, motivate, support and develop a team of customer service advisors
provide clear direction to the team on key priorities especially when we are in incident
be passionate about people, both in your team and with our customers, and have good communication and influencing skills
be able to demonstrate leadership to deliver outcomes through others
have excellent customer service skills and experience of delivering work in a fast-paced environment
have experience of influencing others to achieve outcomes.
First you need to answer three capability questions. It is important that you read the questions carefully and use the indicators as a guide when providing your answers.
Our hybrid working model combines home and office working. The minimum requirement is that you work from one of our offices in Sheffield or Rotherham at least one day a week. It may be necessary for you to work from either location on some occasions.
To discuss the role please call Paula French 07770955793, Shane Madley 07775550982 or Kay Monton 07767832757 or email ccsrecruitment@environment-agency.gov.uk.
Leads People
Description
You will need to provide leadership that inspires and motivates others to achieve their personal goals and the goals of the Environment Agency
Tell us about a time when you have ensured a team have completed work on time and to the required standard.
Focuses on Customers and Partners
Description
Customers are at the heart of what we do, we all need to addresses the needs of internal and external customers and provide rapid and effective responses.
Describe an occasion when you have used your knowledge and understanding of a customer group to make the service better for them.
Delivers Results Through Others
Description
You should engage the team to deliver results on time, to required standards and in line with organisational processes and procedures.
Give an example of when your team or a group you lead had to deliver a major project or piece of work.
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.

We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.

We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.

The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Although the Environment Agency is a non-departmental public body sponsored by Defra, we subscribe to and align with the candidate guidance on the use of artificial intelligence found on the  Civil Service Careers website. Please review for more information on appropriate and inappropriate use.

This Vacancy is closed to applications.